Front Desk Manager

GENERAL PURPOSE:

To supervise front desk staff to ensure that they are adhering to all hotel policies, procedures,

regulations and standards, while striving towards total guest satisfaction. To ensure that front desk operations is working in a professional manner at all times.

Will perform front desk clerk and cashier responsibilities and duties when necessary.

To ensure front desk clerks are fully trained for their position(s) and cross train whenever possible.

DUTIES AND RESPONSIBILITIES:

• Responsible for the efficient and professional running of the front desk, including relationships with other departments.

• Ensure smooth check-in and check-out of all guests, through properly handling guest accounts.

• Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.

• Be prepared to perform all front desk functions, including switchboard, business center and guest relations.

• Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.

• Assist all associates with questions, problems which might occur.

• Be at the front desk to ensure efficient and smooth service is provided to all customers.

• Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.

• Act empowered - also empower all associates to provide an outstanding service by using their empowerment guidelines.

• Be a problem seeker and solver.

• Ensure that work area is always clean, neat and organized.

• Plan meetings on a monthly basis and conduct them.

• Constantly audit all desk work for accuracy and consistency. Coach and counsel staff when appropriate.

• Bank out cashiers at the end of each shift according to the blind drop procedure.

• Be prepared to work the night shift when needed.

• Check opening house count and establish rate to be quoted during the day with the general manager.

• Review discrepant rooms regularly.

• Ensure that all Reward Members, VIP guests and repeat guests are identified, recognized, pre-blocked and special treatment is brought to the room.

• Determine weekly schedule, adjust according to business demands.

• Review credit report and take appropriate action to resolve all problems.

• Ensure that O-status are cleared daily and H status do not carry any unusual outstanding balances.

• Complete work or special projects as assigned and make sure to meet due dates.

• Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.

• Know how to hire, train and develop staff.

GENERAL RESPONSIBILITIES:

• Check the information board, daily event sheet, be up to date and informed about daily operations.

• Have knowledge about sales strategy, packages, promotions, discounts and know how to handle these and how they relate to other departments.

• Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc.

• Develop knowledge about frequent guests and their special requests and needs.

• Be able to work according to budget; keep constant eye on staffing level and control costs as much as you can.

• Be knowledgeable about etiquette and protocols.

• Be familiar with all emergency plans and be able to act upon them.

• At all times strive to represent the hotel in the most professional, courteous manner following all SOP

Job Type: Full-time

Pay: Up to $52,500.00 per year

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Holidays
• Night shift
• Overtime
• Weekends as needed

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Supervisor: 2 years (Required)

Work Location: In person

Salary : $52,500